Customer Success Manager

Customer Success Manager, Western Canada
CanadaJoin Axon and be a Force for Good.
At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.Your Impact
The Customer Success Manager will work Axon’s larger customers to build long-term, strategic partnerships. You will work closely with your clients to understand their workflows, organizational structures and overall requirements. As their main point of contact, your customers will lean on you to provide best practices and to help them achieve their operational goals through the use of Axon’s products.You will also work closely with multiple cross-functional teams by providing invaluable insight into customers’ needs and challenges, helping influence and guide internal product road-maps and projects.As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.What You’ll Do
Reports to: Manager, Customer SuccessTravel: 25-35%Relationship ManagementBuilds trusted partnerships with command staff, procurement, and training leads.Facilitates executive business reviews (QBRs, annual ROI conversations).Sets the tone for the partnership and develops trusted relationship with customerEnsures the customer understands timelines, delivery scope, key contacts.Translates deployment goals into success criteria (e.G., officer adoption, training outcomes).Internal AlignmentActs as a liaison between Sales, Professional Services, Support, and the customer.Ensures Professional Services deliverables align with broader customer goals.Flags any early signs of friction, dissatisfaction, or resource gaps.Prepares the path for smooth transition from deployment to adoption phase.Develops a deep understanding of Axon’s product line and ensure proper implementation in every customer’s environmentCreate success plans for your customers and document customer progress toward established goals and resultsDrives usage insights (e.G., reports on activations, training compliance, policy impact).Supports rollout planning for new cohorts or use cases.Work closely with Axon’s marketing and training teams to conduct regular training webinars and callsLearn and share industry best practices in order to solve customer needsNot a first-line support agent, but ensures high-impact issues are addressed cross-functionally.Coordinates with Support, PS, Legal, or Product if needed.Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are alignedPrepares the account for renewal discussions by demonstrating impact.Flags upsell/cross-sell opportunities to Sales (e.G., body-worn cameras, Fusus, VR training).Voice of the Customer (VoC)Collects feedback on product usability, training effectiveness, support responsiveness.Funnels feedback to Product teams to influence roadmap or services.Engage with your customers through regular calls, business reviews and daily needsWhat You Bring
Bachelor's degree or equivalent work experience5+ years’ working in a customer-facing role and 3+ years working with Enterprise-level customersStrong project management skills with a proven system for tracking multiple customer requests, issues and strategic plansA proven track record of leading process improvements within large organizationsPrevious experience tracking product adoption and customer engagement through data-analysis toolsSelf-motivated, team-oriented, responsible, and focused on exceeding customer expectationsExceptional organizational, presentation, and communication skills, both verbal and writtenDemonstrated ability to deal with change and excel in high-stress situationsAxon is a total compensation company, meaning compensation is made up of base pay, bonus, and stock awards. The actual base pay is dependent upon many factors, such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit .Base Pay Range$74,250 - $118,800 CADDon’t meet every single requirement? That's ok. At Axon, we Aim Far. We think big with a long‑term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.Some roles may also require legal eligibility to work in a firearms environment.Axon’s mission is to Protect Life and is committed to the well‑being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email View email address on ca.hrm.tc. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.Voluntary Self-Identification
For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.As set forth in Axon’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs;
or a person who was discharged or released from active duty because of a service‑connected disability.A "recently separated veteran" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in a U.S. military, ground, naval, or air service.An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
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